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Guidence on Customer Cancellations

As a tourism business, located in a high risk fire area, what are your rights and responsibilities when a customer cancels a booking and wants a refund? How do you maintain good customer relations in this situation, while still protecting your business?

Consumer Affairs Victoria has worked with Tourism Victoria to develop a guide on cancellation rights and responsibilities, including how to use a cancellation policy to avoid many potential problems.

A cancellation policy should explain what happens if either you or a customer cancels a booking and must comply with the law.

The Consumer Affairs fact sheet, When customers cancel: guidance for tourism businesses, may provide some clarity.

PBNS Fact Sheet_April 2015